Billing Practices and Consumer Complaint Procedures
This notice contains important information regarding your cable company¹s billing practices and consumer complaint procedures. We hope with your cooperation and by using the following procedures, any of your billing or other complaints can be resolved.
GENERAL PROCEDURES:
A. Please notify us by telephone or in writing concerning any service or billing complaint within thirty (30) days from receipt of your bill at the address and telephone number shown on the enclosed coupons or invoices.
B. We will promptly investigate your complaint and respond to you in writing within twenty (20) working days of the receipt of your letter or telephone call. If your dispute is still not resolved, you may contact: Time Warner Cable, P.O. Box 4733, Syracuse, New York 13221, (315) 463-2288.
C. The subscriber is responsible for paying the undisputed portion of any current or future bill. Service shall not be discontinued due solely to non-payment of the disputed portion of the bill while the dispute is under investigation.
D. The subscriber is entitled to a credit for a complete service outage affecting any level of basic cable service or one or more premium services in excess of four (4) continuous hours. The subscriber must immediately notify the cable company, orally or in writing, of the outage. The subscriber must claim credit for the outage within ninety (90) days of its occurrence.
E. If the billing or service complaint is not resolved within (30) days of the date it is registered with the cable company, the subscriber may refer the matter to the New York State Public Service Commission, Three Empire State Plaza, Albany, New York 12223, 1-800-342-3330. If the subscriber does not refer the complaint to the Commission within thirty (30) days, the company may commence disconnection procedures.
F. Service may not be disconnected for non-payment on a holiday or other day the cable company¹s office is not open to accept payment. The subscriber must be given at least eight (8) days written notice prior to disconnection.
COMPLAINTS REFERRED TO THE N.Y.S. PUBLIC SERVICE COMMISSION:
A. Complaints with a financial value of less than $1,000 may be resolved by Commission staff rather than by a hearing officer convening a formal hearing of the parties.
B. The Commission may request that telephone complaints be put in writing.
C. Both the subscriber and the cable company will be provided the opportunity to present evidence regarding the dispute and challenge the other party¹s evidence.
D. The Commission¹s determination in the proceeding must be provided to both parties in writing and the decision may be appealed to the Commission within twenty (20) days.
LATE CHARGES AND COLLECTION CHARGES:
A. The due date for payment of your monthly cable service appears on your bill and is 15 days from the date of mailing. Any charges becoming 60 days delinquent from the due date will be subject to a late charge of $5.00.
B. The cable company may charge a reasonable fee when the subscriber makes a payment at his or her residence to prevent disconnection of service.
C. Customers may be charged a processing fee for any checks returned due to insufficient funds.
PARENTAL CONTROL DEVICES:
Parental control devices are available for our local access, Pay-TV, or any channel. They may be purchased at cost plus 15%. There will also be an installation charge. Please contact our office to order.
